hotel security – Lodginghttp://lodgingmagazine.com
Official Publication of the AH&LAFri, 09 Dec 2016 15:48:41 +0000en-UShourly1https://wordpress.org/?v=4.6.1Lock it Down: Hotel Security Trendshttp://lodgingmagazine.com/lock-it-down-hotel-security-trends/
http://lodgingmagazine.com/lock-it-down-hotel-security-trends/#respondTue, 22 Dec 2015 14:42:17 +0000http://lodgingmagazine.com/?p=22390Over the years, guests have watched hotel security become more comprehensive and technologically advanced. Cameras, electronic door locks, and digital room safes are all now standard fare. Keeping guests and their belongings safe and secure requires commitment on the part of hoteliers to invest in security companies with a proven track record and that have committed the financial and human resources necessary to keep ahead of ever-evolving security technology. One of these evolving technologies is ...

]]>Over the years, guests have watched hotel security become more comprehensive and technologically advanced. Cameras, electronic door locks, and digital room safes are all now standard fare.

Keeping guests and their belongings safe and secure requires commitment on the part of hoteliers to invest in security companies with a proven track record and that have committed the financial and human resources necessary to keep ahead of ever-evolving security technology.

One of these evolving technologies is also one of the buzziest trends in hotel security—the transition from key cards to “mobile keys.” Stephen Pollack, vice president of marketing for KABA, says, “This year and next will see a lot of new mobile access solutions being added to the marketplace.” A number of major chains, as well as many independently owned hotels, have already begun to use this form of room security. In general, they have found that it aids in driving their loyalty programs and cuts time off of check-in and check-out procedures. Some mobile keys even send alerts to guests’ phones to let them know if someone has entered their room while they were out. “From a hotel security standpoint, guests used to only get convenience or security. Now we have millennial travelers who always have their mobile devices and are aiding in the creation of a hotel experience that is both convenient and secure,” explains Pollack.

Managing the daily operations of a hotel also requires behind-the-scenes security. There are a number of comprehensive security systems available on the market that can sync security measures that are already in place (i.e., cameras and door locks) and provide measurable data. One such security system is the InvoTech SAMS, which tracks six security modules, including security logs, incident reports, patrol management, key and inventory tracking, and lost and found. According to Oswald Lares, director of sales and marketing for InvoTech, hotels take the security aspect of daily operations very seriously. “It’s crucial for security departments to have a reliable system where all the information can be recorded and stored. Security departments look for efficiency and control, and in today’s world it’s a necessity,” he says.

]]>http://lodgingmagazine.com/lock-it-down-hotel-security-trends/feed/0Hyper-Vigilance Helps to Keep Guests Safehttp://lodgingmagazine.com/hyper-vigilance-helps-to-keep-guests-safe/
http://lodgingmagazine.com/hyper-vigilance-helps-to-keep-guests-safe/#respondMon, 09 Jun 2014 14:17:05 +0000http://lodgingmagazine.com/?p=11973The autopsy photos still haunt Norm Bates, Esq. “She was stabbed 96 times,” says Bates, president of Liability Consultants Inc., in Bolton, Mass. “I’ve done hundreds of murder cases, but this was the worst one I’ve ever seen.” Roughly a year prior to the October 2007 murder of 21-year-old Layla Banks, the former Stamford Sheraton Hotel in Connecticut had cut the property’s security staff of 10 to one as a cost-saving measure, says Bates, who ...

Roughly a year prior to the October 2007 murder of 21-year-old Layla Banks, the former Stamford Sheraton Hotel in Connecticut had cut the property’s security staff of 10 to one as a cost-saving measure, says Bates, who served as a security and liability expert for the Banks family in the case against the hotel. The security office became a storeroom, and the director of engineering doubled as the director of security, a position that he was “incompetent” to serve.

A group of people, mostly underage, hosted a party at the hotel on the night of the murder, he says. Roughly 100 individuals came and went over a two-to-three-hour period. Police evidence showed empty beer and liquor containers and pot.

At the party, Banks ran into a man that she had dated for a short period, but they had stopped seeing each other because he had anger issues, says Bates, also a former head of security and in-house counsel for three hotels. They ended up talking away from the party in a common area hallway, where in another effort to save money, the hotel had shut off the lights—despite the fact this hallway led to an emergency exit. An argument ensued, and he started to stab her.

“She screamed for help for over an hour,” Bates says. Two employees heard the yells but were too afraid to investigate because of the lack of light. “When we analyzed the case, there were so many deficiencies,” he says. “There was no assessment of what their security needs were. They were just arbitrarily cut to save money.”

In addition to having an inexperienced and under-qualified director of security, the hotel had no way to record security rounds, and when the guard took his half-hour break, he punched out and there was no security on duty at all. Also, nobody monitored the entrances to the hotel from the garage and off the street, and they removed the cameras. “I’ve never seen something so egregious in my life,” Bates says. The multimillion-dollar lawsuit was eventually settled for an undisclosed sum of money.

While this is an extreme case, properties must contend with a variety of security-related issues, from rapes and murders to alcohol-fueled fistfights, room theft, and prostitution.

The key to a successful security program across the board is staying hyper-vigilant and having a rapid response to incidents. “The toughest thing is to stay abreast of everything coming at you,” says Chris Gernentz, director of safety and security for the Americas, Carlson Rezidor Hotel Group. “You have to make sure that you’re prepared as much as you can be.”

As a recent example, he pointed to the security flaw in the Onity locks that allowed hackers to easily break into hotel rooms with just a $50 homemade device, he says. “That broadsided everybody and threw the whole industry off.”

Following the discovery, Carlson Rezidor partnered with different lock companies and other AH&LA members to work to ensure that a similar incident doesn’t occur. “Does that vet everything out?” Gernentz says. “No, but at least you’re on the forefront of it.”

Carlson Rezidor also continually trains its staff on the latest security trends and tactics to keep everyone on high alert. They encourage employees to report issues, no matter how minor they might be, Gernentz says. “I’d rather hear something and it turns into nothing than hear it when it turns into a big issue.”

Educating staff about security best practices will certainly reduce the rate of incidents, agrees Bob Chartier, vice president of key accounts for AlliedBarton Security Services, which works with Hilton. Many common issues occur when an unscrupulous person takes advantage of a staff member who’s actually attempting to serve the customer. Examples of this include providing an extra room key to someone but not checking an ID or returning luggage without the claim slip. “Oftentimes, employees just want to be helpful,” Chartier says. “Hotels have to be guest-centric, but they also need to remind staff that security is just as important.”

If an incident does occur, whether it’s an act of violence or a minor theft, responsibility rests with lodging management to respond immediately, Chartier says. That may mean correcting the physical surroundings, barricading an area, having appropriate security personnel respond, or calling the authorities. Situations will be further complicated once an incident spreads via social media or a news crew shows up.

At Carlson Rezidor, everyone is trained on incident investigation through its risk management department. “We try to get everything reported and investigated within 24 hours,” Gernentz says. “It just closes that loop. You may not have resolution with the guest at that point, but at least you made contact and you’re moving in that direction.”

]]>Even when hotels have strong security policies and procedures in place, they are still vulnerable to cyber attacks, break-ins, theft, fraud, and other crimes. That’s why it’s vital to take precautionary measures and continually evaluate security programs. “Having robust security in place means a better, safer, guest experience,” says Chad Callaghan, principal of Premises Liability Experts and AH&LA security consultant. “When department managers and other employees think more about safety and security, you can prevent a lot of theft and minimize dangers.”

Inadequate security has repercussions beyond guests losing belongings to theft. Hotels can be held liable for the criminal acts of third parties. Civil litigation against property owners and managers has become commonplace ever since Garzilli v. Howard Johnson. In this 1976 court case, the jury ruled in favor of singer Connie Francis, who had sued a Howard Johnson in New York for negligent security after being assaulted by an unknown man who entered her room through a sliding glass door. And hotels are still targets of lawsuits because of theft and injury.

Before becoming AH&LA’s security consultant, Callaghan spent 35 years with Marriott International. As the vice president of global safety and security for the Americas, Callaghan was responsible for Marriott properties throughout the United States, Latin America, and the Caribbean. During his more than three-decade career, Callaghan has managed everything from the integration of new technologies such as electronic locks and computer surveillance systems to implementing anti-terrorism procedures. Here, Callaghan shares expert tips on guest safety, internal theft, and cyber security that can help owners and operators avoid down time, reputation loss, liability, and lawsuits. To ensure your property is secure and able to face the latest threats, here’s what you need to know:

Guest Safety: Ensuring Return Stays and a Good Reputation
When guests check in, they’re likely more concerned about making a meeting or going sightseeing. Security shouldn’t be on their minds during, or after, their visit. In summer of 2012, security researcher and software developer Cody Brocious exposed a security flaw in certain Onity door locks and revealed a lock-hacking technique that received widespread exposure in the news. Since then, dozens of guestroom burglaries at hotels in Texas and Arizona have been linked to the hacking technique. Although Onity announced a fix for the security flaw, hotels that have not taken the appropriate steps to mitigate risk posed by this threat are still vulnerable.

With social media and review sites spreading negative sentiment like wildfire, it’s more important than ever to amp up guest security¬—your reputation and bottom line depends on it. Here’s how:

1. Update locks. Locks that can track who goes in and out of rooms can serve as a deterrent to theft. “When employees realize there’s an audit process on door security, it makes rooms less prone to theft,” Callaghan says. Other upgrades include automatic deadbolts, which can better prevent external threats from thieves, or systems that eliminate the need for master keys.

2. Make time for safety meetings. Perhaps as part of a regular meeting, schedule time to talk about guest safety. Part of this time could also be spent watching training videos, such as those produced by Safety Source Productions. These videos, accompanied by handouts, are a low-cost way to share information about guest safety and can train employees about how to spot suspicious behavior.

3. Monitor activity with software. Having closed-circuit television to monitor the property doesn’t matter too much if no one is looking at the monitors. Recent innovations in software have solved that problem. Coupled with software, video cameras can now recognize activity in an area and provide an alert. One example: the system can alert when there is activity in a valet parking area. Other options include using a third party to monitor the exterior of the hotel. Some of these systems have voice command capability, where operators can see and warn off people captured on surveillance.

4. Evaluate and improve—quickly. Darrell Clifton, director of security for the 1,572-room Circus Circus Reno Hotel and Casino in Nevada, conducts weekly reviews of the property and even has checklists for staff to ensure areas, such as stairwells, are clean, safe, and well lit. “We concentrate on our liability,” Clifton says. “If we know of something that’s happened, if someone was robbed or there was an accident, that area is quickly addressed. We can’t ignore it. We do something immediately to protect from another event happening.”

5. Meet and greet. One of simplest, but most effective, ways of securing a property is to provide excellent customer service. “Engage customers you encounter,” Clifton says. “Ask them about their stay and if there’s anything you can do to help. You don’t have to throw more labor at security. Just make employees a little smarter.” By talking with people on your property, staff can determine if there’s a non-guest who may intend to commit a crime. Employees should also look out for people who don’t fit the profile of the hotel’s typical guest.

]]>http://lodgingmagazine.com/ways-to-increase-hotel-security/feed/10Myanmar Hotels Step Up Securityhttp://lodgingmagazine.com/myanmar-hotels-step-up-security/
http://lodgingmagazine.com/myanmar-hotels-step-up-security/#respondThu, 24 Oct 2013 17:05:26 +0000http://lodgingmagazine.com/?p=7560Last year, tourist arrivals to Myanmar hit 1.5 million and generated $500 million dollars for the country’s economy. And as sweeping changes continue to make tourism more accessible, hotels and guest houses are confronted with challenges to keep guests safe. According to this report from the Global Times, security measures will be stepped up at the nearly 900 hotels, motels, and guest houses in the country following a recent series of bomb blasts that killed ...

]]>Last year, tourist arrivals to Myanmar hit 1.5 million and generated $500 million dollars for the country’s economy. And as sweeping changes continue to make tourism more accessible, hotels and guest houses are confronted with challenges to keep guests safe.

According to this report from the Global Times, security measures will be stepped up at the nearly 900 hotels, motels, and guest houses in the country following a recent series of bomb blasts that killed two people and and injured one foreign visitor.

Local news reports explain that all hotels will install CCTV cameras to monitor guest activity, and that the cameras will be installed in time for the Southeast Asian Games—an event that brings plenty of international visitors to the country.

According to Channel News Asia, authorities are briefing 250 representatives from various hotels on what to look for when conducting security checks on their premises during the games.

Kyi Kyi May, the Ministry of Hotels and Tourism’s Yangon region manager, told Channel News Asia: “When the SEA Games participants come to stay in Myanmar, they will… have no worries about their safety.”

]]>http://lodgingmagazine.com/myanmar-hotels-step-up-security/feed/0Hotel Security Worker Charged With Setting Fireshttp://lodgingmagazine.com/hotel-security-worker-charged-with-setting-fires/
http://lodgingmagazine.com/hotel-security-worker-charged-with-setting-fires/#respondMon, 23 Sep 2013 18:34:39 +0000http://lodgingmagazine.com/?p=6105Normally hotel security workers are in charge of protecting guests and team members, but one director of security who worked in hotels in New York allegedly jeopardized the safety of guests at two Manhattan properties. According to this report from NBC New York, Mariano Barbosa Jr. is being charged for setting eight fires in two hotels where he worked between the years of 2009 and 2013. Three were set at the Soho Grand and the ...

]]>Normally hotel security workers are in charge of protecting guests and team members, but one director of security who worked in hotels in New York allegedly jeopardized the safety of guests at two Manhattan properties.

According to this report from NBC New York, Mariano Barbosa Jr. is being charged for setting eight fires in two hotels where he worked between the years of 2009 and 2013. Three were set at the Soho Grand and the other five were allegedly set in the Yotel property located in Midtown.

Officials said that the fires were set in hallways and stairwells. Fires were also allegedly set in front of exits, in order to make it difficult for guests to escape. All fires were quickly brought under control, according to FDNY.